FAQs

Products

Where can I read about ingredients?

Ingredients are listed on product pages. The ingredients list is also printed on the product packaging.

All our ingredients are science-backed and researched by our R&D team. To read more details about ingredients, click here.

Creating easily accessible and high-quality products is, and always will be, our first priority. In that spirit, we’re always finding ways to improve on existing formulas. This means that our ingredient lists may vary from time to time as we make a transition, or even minor changes. For the most accurate and up-to-date ingredient information, please refer to the label of the product you receive. 

Are Coco Curls products CG friendly?

Many of our products are free of silicones, sulfates, and parabens. However, many of our products will contain silicones, sulfates, and parabens. To read more about our stance on CG, click here.

We encourage you to carefully go through our ingredients before purchasing any products.  

Shipping

I just placed an order. When will it be shipped?

Our standard delivery time is 2-3 working days.

What is the standard shipping fee?

We offer free shipping on orders above PKR 600.

Will I receive a confirmation after placing my order?

You will receive an order confirmation email right after placing your order. Please ensure you type in the correct email address to prevent miscommunication.

How do I track my order?

Once your order is dispatched, you will receive a tracking number via email or text message. If your tracking number isn't working immediately, please wait until the end of the day as it often takes a few hours to activate.

Changing or Cancelling Orders

Can I cancel my order?

You will be able to cancel your order with no extra cost to you if you do it within 12 hours of placing your order. Send us an email at support@thecococurls.com with the subject line CANCEL. Please mention your order number in the email. 

Alternatively, you can reply to your confirmation email to request cancellation.

If your order has already been shipped, you will no longer be able to cancel your order.

 I added an incorrect address. How do I change it?

If you have added an incorrect address, please send us the correct one along with your order number at support@thecococurls.com.

 Please note this must be done within 12 hours of placing your order.

Payments

How do I pay for my order?

We currently accept the following modes of payment:

  • Visa

  • Mastercard

  • Cash on delivery

Returns & Refunds

What is your return policy?

Please click here to read our detailed refund policy. To start a refund request, click here.

My return request was accepted. When will it be processed?

It can take up to 1 week for your return to be processed.

Contact Us

How can I contact you?

The best way to reach us is via email (support@thecococurls.com) or via the Contact section on our website (24 hour response time).

You can also reach us via live support during the following hours:

  • Mon - Fri, 9 am - 5 pm PKT
  • Sat, 9 am - 3 pm PKT

Any queries sent on live support outside of these hours will be answered through email the next day.

*Please get in touch through ONLY ONE method of contact as contacting us through multiple channels for the same query may delay response time for you and other customers.

Why doesn't Coco Curls have a phone number?

We do not have a call center and we are not set up to handle high volumes of phone calls. The Coco Curls brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are handled by staff who are eager to help you out, quickly and efficiently.

I have a question that wasn't answered. Can you help me?

Please reach out to us through one of our contact channels and we will get back to you as soon as possible.